Telecoms Support Desk Engineer

• We act as a first- and second-line support engineer for telecoms and UC-related incidents and requests.
• We log, manage, prioritise, and resolve faults using our service desk ticketing system in line with SLAs.
• We use supplier portals to raise, monitor, and manage faults with carriers and third-party vendors.
• We perform detailed troubleshooting across VoIP, networking, and UC platforms.
• We escalate complex incidents appropriately while maintaining ownership and customer communication.
• We implement remote deployments, including system provisioning, configuration, and testing.
• We liaise with customers and suppliers to ensure timely resolution of issues.
• We provide remote user support and basic customer training where required.
• We maintain accurate technical documentation, case notes, and knowledge base articles.
• We identify recurring issues and contribute to problem management and continuous improvement initiatives.

Technologies:

• Support
• LAN
• Mobile
• Network, We are recruiting for a Telecoms Support Desk Engineer based in Quinton, Birmingham, with a salary of £30,000 to £35,000. This role is focused on providing high-quality remote technical support for telecommunications and unified communications systems, with an emphasis on fast incident resolution, service request handling, system configuration, and customer support. We offer 21 days of holiday, increasing with service, a birthday day off, a buy holiday scheme, career development and progression opportunities, an employee assistance programme, enhanced company sick pay, discounted retail vouchers, reduced gym membership, an annual salary review, a mobile benefit, an employee referral bonus, a pension scheme, free on-site parking, and charity events. We are an equal opportunities employer and are committed to supporting applicants with disabilities and making reasonable adjustments throughout the recruitment process.

• We require experience troubleshooting UC and telecoms platforms.
• We require familiarity with diagnostic tools such as Wireshark and network monitoring utilities.
• We require a minimum of 2 years experience in an IT or telecoms support role.
• We require a strong understanding of VoIP technologies and call flows.
• We require knowledge of SIP, RTP, TCP/UDP, DNS, DHCP, VLANs, QoS, and LAN/WAN fundamentals.